Menu

Create different menus such as a main options menu that callers hear when they dial the main number. There are two ways to set up a menu.

1. When you are creating a callflow, add the Menu action and configure the settings Callflow > Callflows > Add Callflow.

2. Alternatively, create the menu first in Callflows > Menu and then apply it to an existing callflow from Callflow > Callflows > Actions > Basic > Menu.

Creating a menu

1. Go to Callflows > Menu.
2. From the left-hand navigation, click Add.
3. Enter a name for the menu and enter a "Prompt Record PIN" that callers can use if they want to record their own greeting.
4. Check the box "Allow caller to dial extensions" if you want to allow the caller to bypass the menu and go directly to the extension they need if they know it.
5. Select a greeting message from the dropdown menu or create a new greeting.
6. In the Advanced menu, "Extension Dialing" you can add whitelists (allowed numbers), blacklists (blocked numbers), and ringing timeout options.
7. Save your changes.

Advanced settings in menu

1. Go to Callflows > Menu.

2. Click "Edit menu options ".

   

3. Go to the “Advanced" tab, click Options.

4. Check the options as required.

   

   • Number of retries on misdial – Number of allowed retries if the caller misdials – if you are using the default action in the virtual receptionist, you will need to set this to 0
   • Timeout for dialing(s) – Number of seconds it takes to transfer the caller to the default action
   • Interdigit timeout(s) – Number of seconds to wait after a digit has been pressed, before considering the entry complete
   • Extension number length – Number of digits allowed for your extensions and pin numbers. Minimum digits allowed is 4
   • Allow outside recording – If checked, you can record this greeting from any number outside our organization. You will need the pin number to record
   • Suppress playing of invalid entry – Check this if you are using the default option in the virtual receptionist. If not selected, an automated voice informs the caller that they have dialed an incorrect number and then the call is transferred to the destination

5. Click Save and the confirm the save.

6. Click Return to Callflows.

Creating a menu for an existing callflow

1. Go to Callflows app > Callflows.
2. Select the callflow you want to update from the list on the left.

3. From the Basic actions, drag Menu across and place on top of the callflow box.

   

4. Click Add a new menu.

   Note

   If the recording was saved already, you can select it Edit menu options.

   

5. Enter a name for the menu and enter a "Prompt Record PIN" that callers can use if they want to record their own greeting using their phone.

   

6. Check the box "Allow caller to dial extensions" if you want to allow the caller to bypass the menu greeting and go directly to the extension that they need to dial.

7. Select a greeting message from the dropdown menu or create a new greeting.

   Info

   If you are adding a new menu, you can upload your greeting either with an .mp3 file, using text-to-speech (TTS). If you leave the setting as "not set", then you can record the greeting when you first dial in. For more information about recording greetings, see Recording media.

8. In the Advanced menu, you can add whitelists (allowed numbers), blacklists (blocked numbers), and ringing timeout options. See Advanced Settings.

9. Save your changes.

Building the menu options

1. After you have added the greeting menu, you can drag and drop the next event in the callflow from the Actions menu, such as user, ring group, device, and so on.

   Note

   It is often better to drag a Ring Group instead of a User even if that ring group only has one user. A ring group enables you to add more users or swap users without removing the call flow and recreating it again.

Example

1. Select a Ring group, then choose the dial options to direct the caller. For example: "dial 1 for sales", "dial 2 for support", and so on. The default action determines what happens if a caller does not press anything.

   

   • 1,2,3 - defines where calls are sent when the caller presses those numbers on the keypad
   • Default action - defines where calls are sent when the caller takes no action on the keypad
   • '*' - defines where calls are sent when the caller presses * on the keypad
   • 0 - defines where the call should go if the caller presses 0

2. Choose option 1, then type a name for this group such as accounts, sales, etc.

   

   • Ring Strategy: the algorithm used to ring the members in this group. (all at the same time or in order)
   • Number of times to ring members: loops number in this ring group

3. Drag and drop four ring groups so that users can dial number 1, 2, 3 for the department they want or if they do not dial a number it goes through the Default action Ring group which is Voicemail in this case.

   

Important

If you don't define specifically what happens for "Default action", "0" or "*" then the call will timeout after the maximum number of attempts. IP Telecom recommends defining a route for these keypad actions if possible.

Create menu recordings and assign to menu

To record media on your phone, first set up a callflow for the number and give it a label with the name of the greeting or recording. Then make the recording by dialling the number associated with the callflow. See How to record media

More information

• Record options menu
• Record audio